Other Articles by Gerry McGovern

Understanding social top tasks: what Cisco learnt

opinion-article |June 18, 2018 | Gerry McGovern

Gerry McGovern shares the story of an exercise he did with Cisco on why people used their social media pages across a number of platforms…


Trust in digitisation

Collapse of trust and digital transformation

opinion-article |November 15, 2016 | Gerry McGovern

Globally we are facing a collapse of trust – and it is being driven by digitisation, writes Gerry McGovern…


Ashley Madison

Ashley Madison and the power of traditional marketing

opinion-article |August 31, 2015 | Gerry McGovern

Ashley Madison had a ‘lack of women’ problem long before it had a stolen data problem. It solved its ‘woman’ problem by using traditional marketing techniques…


dept of the customer

Urgently required: a department of the customer

opinion-article |July 7, 2015 | Gerry McGovern

Focused on sales and marketing, most companies don’t advocate for their customers, argues customer experience expert Gerry McGovern. He makes the case for a department of the customer…


Electrical revolution

Things we can still learn from the electrical revolution

opinion-article |April 7, 2015 | Gerry McGovern

Gerry McGovern invites you to reimagine your business in the digital age by taking a walk down memory lane…


customer convenience

Why customer convenience trumps experience

opinion-article |December 3, 2014 | Gerry McGovern

Usability expert Gerry McGovern says we should focus our online efforts on customer convenience and effort, not experience or satisfaction…


Interruptions at work

Busy people need help, not interruptions

opinion-article |November 20, 2014 | Gerry McGovern

Getting attention is getting harder. The web is a place where busy people do things. Help them, don’t disrupt them, says expert Gerry McGovern…


Self-service design

Why content is both the solution & problem in self-service design

opinion-article |September 16, 2014 | Gerry McGovern

Quality content plays a critical role in self-service design. Often a small change in a link, heading or sentence, can lead to dramatically higher task completion says subject matter expert Gerry McGovern…


Getting rid of website bloat

opinion-article |April 11, 2014 | Gerry McGovern

Customer engagement specialist Gerry McGovern explains why the traditional distributed model of website management was a failure and what you should do instead…


People think ‘products’ when trying to solve problems online

opinion-article |February 25, 2014 | Gerry McGovern

Many customers think first about the product they have; even when they are looking for support for that product. Organisations can use this to their advantage when designing user-friendly websites, says Gerry McGovern…


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